Canine & Co London Terms and Conditions
Last updated: 1 November 2025
1) Who we are
“Canine & Co London”, “we/us” provides dog walking, daycare and boarding in London under an Animal Activities Licence. “You” are the dog’s legal keeper (owner or authorised carer). “Services” means walks, daycare, boarding and related transport.
2) Booking & accounts
• Trial day: A trial is required before ongoing daycare/boarding.
• Portal: After a successful trial we’ll email access to our secure booking portal to schedule one-off or recurring days, update details and view bookings.
• Changes: Make changes/cancellations in the portal (see §9).
• Contact: We’ll communicate via the email/phone you provide.
3) Your responsibilities (eligibility to attend)
You confirm that:
• Microchip & ID: your dog is microchipped and database details are current; in public your dog wears a collar with a tag showing your name and address.
• Vaccinations & health: routine vaccinations are current (kennel cough if requested), flea/worming are up to date, and your dog is free of contagious illness.
• Behaviour: you’ve told us about any medical/behavioural issues (reactivity, guarding, anxiety, bite history).
• Bitches in season: please don’t book walks/daycare during a heat; boarding may be declined.
• Lead/Off-lead: we will walk on-lead unless you have given written consent for off-lead and we are satisfied with recall.
• Restricted types (e.g., XL Bully): where lawful, we can only accept exempt dogs with proof of exemption and insurance; they must be muzzled and on-lead in public, including handovers.
4) What we provide
• Welfare standards: we follow licensing guidance for staffing, supervision, rest, water, shade and safe environments.
• Transport: pick-ups/drop-offs use a ventilated, secure vehicle and dogs may be crated.
• Group matching: we match dogs by size/energy/temperament and may separate or return a dog early if welfare/safety requires it.
• Weather: plans are adjusted in heatwaves, storms or extreme conditions.
5) Emergencies & vet care
You authorise us to administer canine first aid and, if needed, to seek veterinary treatment. We’ll try to contact you and your emergency contact. If your own vet is unavailable, we may use another nearby vet. You agree to reimburse vet costs not caused by our negligence.
6) Keys & access (if collecting from home)
You permit us to hold labelled keys/codes securely and enter your property only to collect/return your dog. Tell us immediately if locks/codes change.
7) Prices
Current prices are shown on our Pricing page. Prices include VAT if applicable.
8) Payment & charging authority
• Card on file (Continuous Payment Authority): by adding a card you authorise us to store it and charge it for services you book and receive (walks, daycare, boarding, extras) in line with these Terms and our Pricing. We email a receipt each time.
• Walks & Daycare billing: charged monthly in arrears for the total services used in that month.
• Boarding deposit & balance: a 10% deposit is taken to reserve dates (non-refundable). The remaining balance is charged after your dog’s stay to your saved card.
• Failed payments: if a payment fails we’ll notify you and retry. If sums remain unpaid 7 days after our notice, we may suspend future services until paid.
• Late charges: overdue amounts may accrue interest at 3% above the Bank of England base rate from due date until paid. We may add a reasonable admin fee reflecting actual recovery costs (not a penalty).
• Disputes: if you dispute a charge, contact us within 7 days of the receipt; we’ll investigate and correct any error.
9) Cancellations (24-hour policy)
• Walks & Daycare: change/cancel ≥24 hours before the start time — no charge. Within 24 hours or no-shows — charged in full.
• Recurring bookings: you can skip individual dates in the portal; the same 24-hour rule applies to each session.
• Boarding: 10% deposit is non-refundable. The balance is charged after the stay.
• If we cancel for safety/welfare reasons, you won’t be charged for the affected service. Your statutory rights are not affected.
10) Data protection & privacy
We process you and your dog’s details (contact info, addresses, vet info, booking history, payments) to provide our services in accordance with UK data protection law. See our Privacy Notice for lawful bases, retention, your rights, and our processors (booking/payment providers).
11) Photos & updates (optional)
With your consent we may take photos/videos for updates or our website/socials. Tell us any restrictions. Consent can be withdrawn at any time.
12) Safety, behaviour & exclusions
We may refuse, suspend or end services if a dog shows illness, stress or aggression, or if §3 requirements aren’t met. You’re responsible for damage or vet costs arising from your dog’s behaviour, save where caused by our negligence.
13) Liability
We do not exclude or limit liability for death or personal injury caused by our negligence or for fraud. Otherwise, to the extent permitted by law, our liability for direct losses arising from our services is capped at the total fees you paid in the 3 months before the event. We’re not liable for indirect or consequential losses.
14) Complaints
Please contact us first so we can resolve issues quickly.
15) Changes to these Terms
We may update these Terms (e.g., if laws change). We’ll post the new version on our website; the new Terms apply to new bookings from the “Last updated” date.
16) Governing law
These Terms are governed by the laws of England & Wales and disputes are subject to the exclusive jurisdiction of its courts.